Quality Health Care

by Lloyd, Robert C.

• ISBN13: 9780763748050
• ISBN10: 0763748056
• Format: Paperback
• Copyright: 2004-03-01
• Publisher: Jones & Bartlett

Summary

Written by an internationally-recognized expert in the field of quality management, this book will serve as your guide for planning and implementing a successful quality measurement program in your healthcare facility. it begins by presenting an overview of the context for quality measurement, The forces influencing the demand for quality reform, how to listen To The voice of the customer, And The characteristics of quality that customers value most. Yours"ll also learn how to select and define indicators to collect data and how to organize data into a dashboard that can provide feedback on your progress toward quality measurement. Finally, this book shows you how to analyze your data by detailing how variation lives in your data, and whether this variation is acceptable. Case studies are provided to demonstrate how quality measurement can be applied to clinical as well as operational aspects of healthcare delivery.

Table of Contents

Introduction	ix
Preface	xiii
Acknowledgments	xix
Setting the Context	1	(18)
A Brief Review of Health Care Reform	2	(6)
The Growing Concern Over Service	8	(2)
Defining Continuous Quality Improvement (CQI)	10	(4)
Notes	14	(5)
Measuring the Voice of the Customer	19	(34)
It All Starts with Listening	19	(1)
Creating a Service Excellence Culture	20	(10)
Who Are Your Customers?	30	(4)
Defining Key Quality Characteristics	34	(3)
Listening Three Times	37	(2)
Understanding the Tools	39	(7)
Combining VOC Data with the VOP	46	(3)
Notes	49	(4)
Indicator Selection and Development	53	(70)
Measurement Roadblocks	56	(6)
The Quality Measurement Roadmap	62	(3)
Types of Indicators	65	(3)
Selecting a Specific Indicator	68	(3)
Developing Operational Definitions	71	(4)
Developing Data Collection Plans	75	(20)
The Indicator Development Form	95	(12)
Case Study: Transcription Turnaround Time	107	(7)
Notes	114	(9)
Organizing Indicators Into Strategic Dashboards	123	(28)
Evolution of the Strategic Dashboard	127	(4)
Focusing on the Vital Few	131	(4)
The Role of Benchmarking	135	(4)
A Comment on the ``New'' Business Management Strategies	139	(6)
Notes	145	(6)
Tapping the Knowledge That Hides In Data	151	(22)
Data versus Information	151	(5)
Research for Efficacy	156	(2)
Research for Effectiveness and Efficiency	158	(1)
The Debate is Silly	159	(1)
Static versus Dynamic Approaches to Data Analysis	160	(6)
Case Study: The Monday Morning Dilemma	166	(2)
Notes	168	(5)
Overcoming Numerical Illiteracy	173	(56)
Understanding Variation	173	(10)
Distinguishing Common from Special Causes of Variation	183	(2)
Using SPC Methods	185	(34)
Making the Appropriate Management Decisions	219	(3)
Notes	222	(7)
Applying Quality Measurement Principles	229	(66)
Case Study #1: Predicting a Cardiovascular Event	229	(5)
Case Study #2: Sampling Central Line Infections	234	(1)
Case Study #3: Sampling Medicare Insurance Audits	235	(1)
Case Study #4: Tracking Patient Falls	236	(4)
Case Study #5: Pressure Ulcer Prevention	240	(4)
Case Study #6: Evaluating Staffing Effectiveness	244	(12)
Case Study #7: To Flash or Not to Flash---That Is the Question?	256	(5)
Case Study #8: Clarifying the Operational Definition of Readmission	261	(1)
Case Study #9: Managing a Breast Cancer Patient's Coumadin Levels	262	(5)
Case Study #10: Group B Streptococcus in Pregnant Women	267	(4)
Case Study #11: Emergency Department Fast Track	271	(3)
Case Study #12: Tracking Patient Complaints	274	(3)
Case Study #13: Reducing Ventilator-Associated Pneumonia	277	(3)
Case Study #14: Pain Management for Hip and Knee Replacement Patients	280	(11)
Notes	291	(4)
Connecting the Dots	295	(34)
Understanding the Dots	296	(1)
Personal Transformation	297	(14)
Organizational Transformation	311	(10)
Societal Transformation	321	(3)
Notes	324	(5)
Index	329